[rt-users] How unprivileged users could see all tickets in their queue?

Felix Defrance felix at d2france.fr
Wed Jan 4 09:35:00 EST 2017


Le 04/01/2017 à 15:10, Alex Hall a écrit :
> Okay, searching users is the problem? I'm not sure, but what about an
> overlay that conditionally shows that part of page templates? You
> could create a group to which you'd assign any user you don't want
> viewing other users, then find the element that displays the user
> search and add a condition to return nothing if the user belongs to
> that group?
Yes, this is a part of the problem. The second, but not important, it's
just for the look&feel, the ability to custom "Rt at a glance" by user
groups.

For the first, I don't known how I can do " then find the element that
displays the user search and add a condition to return nothing if the
user belongs to that group"


>
> On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance <felix at d2france.fr
> <mailto:felix at d2france.fr>> wrote:
>
>
>     Le 04/01/2017 à 14:02, Alex Hall a écrit :
>>     Can you describe your setup more? I'm not sure why unprivileged
>>     users would need access to all queue tickets, or why each user
>>     would have their own queue? As I understand it, unprivileged
>>     users are end users (i.e. customers, those who don't work for
>>     your organization). Thus, they shouldn't be able to access an
>>     entire queue, only tickets they open. Make them privileged, and
>>     restrict their rights by adding them to a certain group, and your
>>     life may be a lot easier.
>     Yes! In the begining, that's what I tried to do. Restrict
>     privilieged users. But I didn't find how restrict the access to
>     the SearchUser.
>
>     A member of a queue can search and view all users.
>
>     In my setup, a queue and group, are dedicated to a customer.
>
>     A customer should not be able to fetch other informations that are
>     not inside of their queue. Thus, not be able to search all user in
>     RT database..
>
>     Maybe, it's possible to limit the search function to their queue
>     or desactivate the access to the menu search. Do you know about that ?
>
>     Thanks,
>>
>>     For example, you might have a group called "basic users" to which
>>     you'd add the users you currently consider unprivileged. That
>>     group would have only a few rights, but since its members would
>>     be privileged, you wouldn't run into RT's built-in restrictions.
>>
>>     As to one queue per user, that would quickly get hard to manage.
>>     Queues are for organizing tickets and users. Sure, a queue may
>>     have just one user, but each user shouldn't have their own queue.
>>     Trying to keep track of the rights of such a setup would be a
>>     nightmare, assuming you have a good amount of users. As an
>>     example, we have queues for technology, warehouse, customer
>>     service, and other divisions within the company. Some queues have
>>     a lot of people, some have a few, butthey are all logical
>>     groupings of tasks. If I made a new queue for every user, I'd
>>     have dozens of them, and tickets would be all over the place!
>>     Plus, there's email to consider; if you want to accept incoming
>>     emails for ticket replies, you have to make a new Fetchmail or
>>     Postfix entry for every single user/queue you have.
>>
>>     I hope this makes some sense. As I said, a lot of this depends on
>>     your usage pattern and setup concept. If you can explain that to
>>     us more, we might be able to help better.
>>
>>     On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance <felix at d2france.fr
>>     <mailto:felix at d2france.fr>> wrote:
>>
>>         Hello,
>>
>>         You right, this rights isn't checked.
>>
>>         But I can't view all tickets in selfservice anymore.
>>
>>         I verify the same rights in :
>>
>>          Admin > Queue, "select the queue name" and  Group Rights,
>>         select and grant "unprivileged users" to Seequeue & Showtickets
>>
>>         In the same section:
>>
>>          grant group "compagny name" to Seequeue & Showtickets
>>
>>
>>         But no effect.
>>
>>         I try to add a user to watchers 'CC', and grant watchers 'CC'
>>         to Seequeue & Showtickets but no effect too :(
>>
>>         Another ideas ?
>>
>>         Thanks,
>>
>>         Félix.
>>
>>         Le 03/01/2017 à 18:39, Alex Hall a écrit :
>>>         Have you granted the rights? In Admin > Global > Group
>>>         Rights, select the "unprivileged users" tab, then grant
>>>         "view queue". That should help, though our setup is quite
>>>         different so I can't verify it.
>>>
>>>         On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance
>>>         <felix at d2france.fr <mailto:felix at d2france.fr>> wrote:
>>>
>>>             Hi all,
>>>
>>>             I don't find how I could add ShowTickets or QueueList in
>>>             SelfService.
>>>
>>>             I want to allow my unprivileged users, grouped by
>>>             company name, to see all tickets in their queue.
>>>
>>>             The group rights on the queue is correctly defined and
>>>             users could access to the tickets by entring the ticket
>>>             number in the "goto Ticket" field (top right in
>>>             SelfService).
>>>
>>>             I have tried to play with CustomRole but it's not
>>>             working for me. So anybody known how I can do it?
>>>
>>>             Thank you,
>>>
>>>             -- 
>>>             Félix Defrance
>>>             PGP: 0x0F04DC57
>>>
>>>
>>>
>>>
>>>         -- 
>>>         Alex Hall
>>>         Automatic Distributors, IT department
>>>         ahall at autodist.com <mailto:ahall at autodist.com>
>>
>>         -- 
>>         Félix Defrance
>>         PGP: 0x0F04DC57
>>
>>
>>
>>
>>     -- 
>>     Alex Hall
>>     Automatic Distributors, IT department
>>     ahall at autodist.com <mailto:ahall at autodist.com>
>
>     -- 
>     Félix Defrance
>     PGP: 0x0F04DC57
>
>
>
>
> -- 
> Alex Hall
> Automatic Distributors, IT department
> ahall at autodist.com <mailto:ahall at autodist.com>

-- 
Félix Defrance
PGP: 0x0F04DC57

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